Refund & Return Policy

At www.neatplanterco.com, we strive to maintain transparent and statutory-compliant return and refund procedures for all customers residing in Europe. This policy outlines your legal rights and our operational protocols regarding contract cancellation, delayed transit, and damaged goods.

1. Statutory Right of Withdrawal (14-Day Cancellation)
   In compliance with European Union consumer protection regulations, consumers residing within Europe possess a statutory 14-day Right of Withdrawal.

Withdrawal Period: You have the right to cancel your purchase contract within 14 business days from the day you, or a designated third party (other than the carrier), acquire physical possession of the ordered items, without providing any reason.

Notification Procedure: To exercise this right, you must inform us of your decision to withdraw from the contract by sending a clear written notification via email to control@neatplanterco.com.

Return Address for European Orders: Once notice is submitted, items being returned under the standard right of withdrawal must be dispatched to our primary operational facility:

Dorfstraße 26, 24616 Hasenkrug

Reimbursement: Upon receiving your withdrawal notice, all payments received for the cancelled items will be refunded using the original payment method without undue delay, and no later than 14 days from the date notice was received or from the date returned items are received at our facility.

2. Damaged, Defective, or Incorrect Items
   We handle and inspect orders carefully prior to dispatch. However, in the event that an item arrives damaged or defective, the following streamlined remedy applies:

Reporting & Photographic Evidence: If your planter arrives damaged or defective, please notify customer support at control@neatplanterco.com promptly upon delivery. Please attach clear photographic evidence illustrating the damage or defect.

Resolution Without Return: Upon verification of the submitted photographic proof, we will process a full refund or arrange a replacement shipment according to your preference.

No Physical Return Required: You are not required to return the physically damaged item to us provided that adequate photographic proof has been submitted and verified.

3. Shipping Transit & Non-Delivery Handling
   Standard Transit Times: Orders destined for European addresses are processed in collaboration with international logistics partners, including priority services from DHL, FedEx, and UPS. Standard delivery times range between 6 to 10 business days following dispatch.

Tracking Notifications: Automated tracking updates are dispatched to the buyer’s registered email address at key milestones (dispatch confirmation, arrival at primary transit hubs, and local out-for-delivery status).

Delayed Shipments: If a shipment exceeds the standard delivery timeframe, please contact us at control@neatplanterco.com. We will initiate an official investigation with the designated carrier. Depending on the findings of the carrier investigation, a full refund or a replacement shipment will be processed.

4. Refund Processing & Accepted Payment Methods
   All authorized refunds are processed directly back to the original payment instrument utilised at checkout. Supported payment methods include:

Payment Cards: Visa, Mastercard, American Express.

Digital Wallets: Apple Pay, Google Pay, and eligible electronic wallet solutions.

Refund processing times may vary depending on the financial institution issuing the payment card or wallet account, typically taking 3 to 7 business days to reflect on your statement after initiation.

5. Merchant Identity & Support Contact
   For questions regarding returns, order cancellations, or refund statuses, please direct your inquiries to our contact details:

Email Contact: control@neatplanterco.com

Telephone Contact: +49 15236974934

Operating & Return Address: Dorfstraße 26, 24616 Hasenkrug